Customer Support and Service Director (Budapest, HU)

Adaptive Recognition

Adaptive Recognition has been developing and delivering intelligent camera systems, automatic identification solutions and complex technology systems for international customers for more than three decades. Our solutions support transportation, security, logistics, port and industrial processes worldwide. We are now looking for a Support & Service Director colleague who will take strategic and operational leadership responsibility for the operation of SLA, RMA, technical support and internal service and repair processes related to our sold products, systems and technology ecosystems. The aim of the position is to lead a unified, transparent, measurable and customer-centric support and service operation that supports international customers, complex projects, operated systems and ensures structured feedback of customer experiences to development, product management and project operations.

Your main tasks will be:

  • Professional and operational management of SLA, RMA, technical support , and internal service and repair areas
  • Management of the support team, technical support operations and internal service processes
  • Overseeing the handling of customer inquiries, bug tickets, complaints, escalations and warranty cases
  • Track SLA commitments, response times, resolution times, and service levels
  • Development of RMA, inspection, repair and warranty processes
  • Liaising with development, production, project, product management and sales areas
  • Systematization and channeling of customer feedback, recurring errors and product experiences
  • Support for the preparation, review and clarification of product documentation
  • Support and service KPIs, reports and management decision-making materials preparation
  • Continuous improvement of support and service operations

We are looking for you if:

  • You have a higher technical education or equivalent, and have management experience in a complex technological environment;
  • You have several years of management experience in technical support, service management, service, RMA or technical customer support;
  • You have a conversational command of English, both spoken and written.
  • You have excellent communication skills in both Hungarian and English.
  • You understand the support and operational processes related to complex technological systems ;
  • Are you able to connect customer-side experience with development, manufacturing and product management operations;
  • You have a strong technical affinity and a systems approach;
  • It is characterized by a process-oriented, structured and measurable management mindset;
  • As a leader, you are decisive, collaborative and solution-oriented;

It is an advantage:

  • Degree in electrical engineering, computer science, mechanical engineering or transportation engineering
  • Experience in managing SLA-based international customer support operations
  • Experience in managing RMA, warranty or repair processes
  • Experience in an industrial, technology or B2B environment
  • Knowledge of ANPR/LPR, ITS, access control , port automation , camera systems or similar technology areas
  • ITIL, service management or quality management background
  • Experience supporting or operating complex technology ecosystems

What we offer:

  • Strategic leadership role in the company's support and service operations
  • International technological environment
  • Complex industrial, transportation, security and infrastructure projects
  • Direct collaboration with development, manufacturing, project areas and business leaders
  • Opportunity to further build a unified, measurable and high-quality support and service operation

Please note: This job description is translated from Hungarian.

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